Complaints

This profile includes complaints for GrubHub's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  GrubHub

  111 W Washington St Ste 2100 Chicago, IL 60602-2783

• 

  GrubHub

  1026 Commonwealth Ave Boston, MA 02215

• 

  GrubHub

  280 Summer St # 1 Boston, MA 02210

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently I had some friends setup a meal train for us because we've been in isolation. We have been gifted many Grub Hub giftcards and been using them to order food while we're in isolation. The first time I tried to use the app on my phone it cancelled my first two orders on 7/24, I switched to using the website on a ** instead and the order worked fine. I chalked it up to some type of anomaly with their system. On the morning of 7/27 it happened again with my phone, but the ** version worked fine. So to me it seems like there's some type of technology glitch on their side because I had done some other phone orders with no problems between. Now tonight we have no food and $60+ in gift cards so I attempt to use them and I'm told that there's a problem with my account and it's been locked and they'll respond within 48 hours. Seriously? We're in isolation and you're holding money sent to me from others in good faith. Refund them their money then and while you're at it refund my grubhub+ payment. You were happy to take that payment right before denying all of my other orders and immediately cancelling them. Why? You have gift cards already paid for which were used for the expenses, there's no reason to lock my account. We won't be using your service anymore refund the gift cards to the purchasers and my grubhub+ account.

  Business Response

  Date: 07/31/2022

  ****,

   

  Thank you for reaching out about this issue. We have checked into this and can confirm that our internal team will be reviewing your account to find the source of this issue. Once we have more information, we will reach back out to you via email.

   

  Best Regards,

  Grubhub

• Initial Complaint

  Date:07/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered food to be delivered through this company and they used my debit card to pay for transaction without my permission. I furnished them with a credit card number and they wouldnt except it. So ended transaction by not furnishing another card number. They charged my debit card to pay for the food (which I never received). They said I ordered to pickup and I have never ordered pickup through this company. This is the second time they have done this. Its a delivery service why I use it. I would like to get my money back. Thank you ***************************

  Business Response

  Date: 07/30/2022

  *****,
   
  Thank you for reaching out about this issue. Please check you email at your earliest convenience as we have sent you a direct communication there.
   
   
  Best Regards,
  

  Grubhub

  Customer Answer

  Date: 08/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made an order from grub hub on my sons grubhub account using my bank card for planet proteins in ********* ****** and it was declined they proceeded to charge my bank card 6 times in the amount of *****. I want my money put back in my account.

  Business Response

  Date: 07/30/2022

  Crystal,
  
  Thank you for reaching out to us about this matter. Please check your email at your earliest convenience, as we have sent you a reply there.
  
  
  Best Regards,
  
  Grubhub

• Initial Complaint

  Date:07/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, it was recently recommended to me by someone in my care team (I am disabled) to try an app to help manage finances to help with some of my impairments and limitations managing things due to my challenges with executive functioning. I discovered to my surprise that I was charged 2x a month for my GrubHub membership, and I immediately contacted GrubHub for help finding out how that happened and for how long it was happening. The first rep tried to help, but didn't understand and sent my question to a supervisor. They asked me to look into which cards were charged and the dates, so I tried my best to do so, as these things are very challenging for me. With their helpful guidance to check the accounts, I found that this had been happening since 10/2021 with a total of $107.10 in overcharges. But they said they were only able to see 3 months back. I believe that the appropriate solution is to be refunded the double charged amount, as it was in error. I understand there is only so much they have access to at certain levels, perhaps it should have been escalated to someone that could look farther back to verify. Regardless, I think they were as helpful as was possible for them to be, this is not a complaint on the employee. As I was not physically there I cannot say if they were able to do anything else or were told not to, but I know many competing companies would correct this more appropriately and I have sufficient evidence to warrant a refund. I feel that GrubHub as a company should have more options for customers with similar problems with the billing system and a refund is requested. I have had a good relationship so far with GrubHub, especially being in a rural area, it helps a lot as a disabled single parent when I am not able to ****. But on a limited budget and social security disability I cannot afford to loose $107.10 and am humbly asking for a full refund to the original card. Thank you kindly for your attention to this matter and your understanding.

  Business Response

  Date: 07/28/2022

  Hello ******************,
  
  Thank you for reaching out, we apologize for any inconvenience this may have caused. We do see that you signed up for two different GH+ memberships on two email addresses. The agent you spoke with was able to cancel one of the memberships under the painted lady email for you and while they could not refund the charges they were able to provide you with two $25 free grub codes to make up for some of the charges which you can use on two future orders.
  
   The GH+ benefits were used, but I was still able to refund the most recent charge on my end for July 24, 2022, depending on your bank it can take 3-5 business days for you to see the funds available. We apologize though we are not able to refund the rest of the charges from your account. You can reach out to your banking institution to dispute the charges.
  
  We see that you are still an active paying member on your other account under vefaunce, if you no longer wish to use the benefits you are able to cancel in your account settings and or ask us to cancel it on your behalf. 
  
  
  Best,
  Grubhub
  

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17634711
  
  I am rejecting this response because:

   

  1. I do not understand the statement about the *** benefits that were used- I did not formally accept the coupons or use them at all. 

  2. I did not sign up under 2 emails, I believe the problem may have started as I suggested to the customer service rep yesterday, that when I sign in on my phone through FB it is attached to a different email and that must have caused the 2nd account as I use my main email on my laptop to log in. I used FB on my phone as I do not have the sign in info memorized. 

  3. I have reached out to my bank but do not have a formal response yet, and until I know otherwise I should continue to pursue a more appropriate resolution. This is also not a bank error and was not intentional on my part. 

  4. There should be something in place with GrubHub to prevent double charges, if my name and and address were the same as a customer I would appreciate help avoiding something like this. As there was not, a refund is in order. Not everyone is able to navigate today's complex technology with ease and this has all been very confusing for me. 

  5. I have the chat transcript saved in my email and corresponding bank statements to help verify anything I have presented. If my counsel advises it is appropriate to do so, I can produce them for your review at your request.

  6. As a reflection on how GrubHub respects its relationship with it's customers, I would hope that I can post a positive story about how GrubHub met my expectations for honest business practices during a situation related to a discovered overcharge online through websites like ********************** and other social media and business review outlets. I do not want to share anything different. If I feel we cannot reach a reasonable agreement via BBB, I will have to proceed to the next step of sharing my honest experience and consulting with my family legal counsel, my county *********************** the local ***************************** Consumer Protection via the *** and any other appropriate outlets that can assist me navigate anything else. Again, I do not wish to spend additional time or energy on this but I do know my Consumer rights and feel any further refusal of returning the overcharged amount of $107.10 in full violates my Consumer rights, and as I have a duty to defend those rights I must oblige when faced with an injustice whenever possible. I implore you to please not put me in a position where I would have to take on an additional burden of having to do any such thing. 

  7. Please reconsider refunding the full overcharged amount of $107.10 as it is the honest and appropriate solution to this situation. If there is any doubt, I ask you to please recognize the time spent trying to remedy this already and the stress, confusion and financial burden it has and will continue to cause to a disabled single parent, also a veteran, that would rather settle this matter with the overcharged amount being returned to it's rightful owner and not have to give any additional attention to this.

  Sincerely,
  
  ***************************

  Business Response

  Date: 07/29/2022

  Hello, 

   

  We're unable to process any additional refunds in regards to the Grubhub+ subscription renewals. You will need to work with your financial institution to have the charges disputed. Once disputed, your financial institution will reach out to us. At that point, we will work with your financial institution to get this resolved for you. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17634711
  
  I am rejecting this response because: it is not resolved yet.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am going through financial difficulties so my neighbor gifted me a $100 Grubhub gift card as soon as I added it to my account Grubhub locked me out and said I was under review for ***** hours its been 14 days and I have not gotten a response from them and they have my money sitting there and not allowing me to place any orders. Ive spoken to many representatives who just give me run arounds or end my call/chat without even saying so. This has been a hard time for my family financially and Grubhub has made situation worse.

  Business Response

  Date: 07/29/2022

  Hello, 

   

  We're sorry to hear that your orders are not going through to completion and that we have yet to have this resolved for you. 

   

  We looked into this further for you, and we were able to get the review completed. We have emailed you with additional information. 

   

  We apologize for any inconvenience this has caused. 

   

  If further assistance is needed, please feel free to respond to the email we sent you. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17630156
  
  I am rejecting this response because: There has been no email sent to me. I reached out this morning asking again about my account being under review and received the same answer you are under review and we will contact you
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/02/2022

  Hello, 

   

  Our records show that we emailed you on Friday, July 29th at 4:57 pm EST. That email was to inform you that we have determined the cause of your orders not processing to completion, that we have since corrected the issue, and that you are welcome to attempt ordering with us again. 

   

  We hope this helps resolve your matter. 

   

  Best, 

   

  Grubhub

• Initial Complaint

  Date:07/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi so I am filing a complaint against GrubHub because I spent $54 buying Applebees on the GrubHub app and my order came and the meat on the steak was so pink that it was hard to even chew then I asked GrubHub for a refund and they did not give me the refund because they said the order was delivered but I told them it was a health issue to because they cant have people eating raw meat especially my son so basically I just hope the Better Business Bureau can help me get a refund and a cancellation of the order so I can have my money back

  Business Response

  Date: 07/27/2022

  Hello ****,
  
  Thank you for reaching out, we apologize for any trouble you had with the order, we understand the order had not arrived and then stated the steak you ordered for your son was bright pink and not a hint of pink like your special instructions stated. 
  
  We have gone ahead and refunded the order for you, you will receive an email of the adjustment made, depending on your bank it can take 3-5 business days for the funds to be made available in your account. Thank you for your feedback. 

   

  Best,

  Grubhub. 

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $10.79 on July 15th 2022 for my membership with grubhub but when I tried to order i was blocked from using my account. I reached out to grubhub and they informed me that my account was permanently blocked from ordering. I requested a refund for my membership but was told that they will not be giving me my money back.

  Business Response

  Date: 07/26/2022

  Hello, 

   

  Thank you for reaching out to us regarding your Grubhub+ subscription charge. 

   

  We have refunded the charge for you. Please allow up to five business days for the refund to be reflected. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 07/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please communicate the attached message to the business for their review.

  Business Response

  Date: 07/26/2022

  Hello, 

   

  Thank you for reaching out to us. However, there was no information provided on what we could possibly assist with. If assistance is needed, please reach out to us at http://grubhub.com/help.contact-us. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 07/27/2022

  July 27, 2022
  
  
  
  
  Better Business Bureau
  121 **************, Suite 2000
  *******, **  60601
  
  
  
  
  Dear, Better Business Bureau:
  
  
  Thank you for your recent correspondence to the above-referenced case number. This reply is regarding such.
  
  
  My name is ****** and Im an Account Specialist communicating on behalf of ****** Toting regarding his BBB complaint. Our team will be managing this inquiry since **** is a minor under the age of 16.
  
  
  We have reviewed the businesss response to our original complaint, and have decided to reject their presented resolution. We have taken this action due to the following reasons:
  
  
  -The information we provided in our original complaint included identifying information necessary for the business to locate the account in question.
  -The information we provided in our original complaint included identifying information necessary for the business to understand the basis of our complaint.
  
  
  We ask that you re-forward our original complaint, which addresses our request for an account review regarding the Grubhub account in question.
  
  
  We greatly appreciate the Better Business Bureau for communicating our complaint to the business. Should the business have any questions relating to this matter, we ask that they respond to your correspondence.
  
  
  Sincerely,
  
  
  Account Specialist
  Toting Communications
  

  Business Response

  Date: 07/27/2022

  Hello, 

  
  Your Grubhub account was closed due to a violation of our terms of use. You appealed the decision and your appeal was denied. This decision is final and cannot be appealed again. 

   

  Additionally, under the section "Using Grubhub" in the terms of use stats "Notwithstanding the foregoing, you are not authorized to use the Platform or otherwise access the Services if you are under the age of 16."

  
  
  We consider this matter to be closed. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 07/28/2022

  July 27, 2022
  
  
  Better Business Bureau
  121 **************, Suite 2000
  *******, **  60601
  
  
  Dear, Better Business Bureau:
  
  Thank you for your recent correspondence to the above-referenced case number. This reply is regarding such.
  
  My name is *****, and Im an Account Specialist communicating on behalf of ****** Toting regarding his BBB complaint. Our team will be managing this inquiry, and I will be your point of contact.
  
  We have reviewed the businesss response to our original complaint, and have decided to reject their presented resolution. Our reasons for taking this action are detailed below.
  
  The following excerpt(s) may be found in the Using Grubhub section of the Grubhub Terms of Use, located at www.grubhub.com/legal/terms-of-use:
  
  "If you are a minor in the jurisdiction in which you reside (generally under the age of 18), you must have the permission of, and be directly supervised by, your parent or legal guardian to use the Platform, and your parent or legal guardian must read and agree to this Agreement on your behalf prior to your using the Platform.
  
  While the account user is under the age of 18, they have direct permissions from their parent(s) and/or legal guardian(s) to use such services. As such, our previous response remains unchanged: no terms of use were violated by the account user, and their account was wrongfully closed.
  
  We greatly appreciate the Better Business Bureau for communicating our complaint to the business. Should the business have any questions relating to this matter, we ask that they respond to your correspondence.
  
  Sincerely,
  
  Account ******************** Communications

  Business Response

  Date: 07/29/2022

  Hello, 

   

  We have deemed that the terms of use section "Your Content and Conduct" was violated. Our decision was appealed. We reviewed the appeal and decided our initial decision to close the account will stand. This decision is now final and cannot be appealed any further. 

   

  Best, 

   

  Grubhub 

• Initial Complaint

  Date:07/25/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Grubhub+ on June 26th for a month (30 days). On July 24th and 25th, I attempted to use the $10 pickup credit that comes with Grubhub+ once a month before it expired and I was not only unable to, but Grubhub tried to sign me up and **** me again for the month before allowing me to use the credit. I contacted their support, who say that my account is under review and would provide no additional details. They say I can not use the account for 48 hours, which is right after the credit they've given me will expire. Grubhub refuses to try to make it right.Grubhub billed me for services that they decided not to render. I never received any benefit from this and the poor service in the chat was not appreciated. Please refund me the ***** I was billed on June 26th.

  Business Response

  Date: 07/26/2022

  Hello, 
  

  
  We're sorry to hear that you have been unable to utilize the benefits of our Grubhub+ subscription and that you're unable to place orders currently. 

  
  
  We have refunded the Grubhub+ charge for you. The refund should be reflected on your end within the next five business days. 

   

  As for your account, and why your orders are not processing to completion, we have sent that to our Account Review Team to determine why. Once their review is complete, they will reach out to you by email with additional information. 

  
  
  We sincerely apologize for any inconvenience this has caused. 

  
  
  Best, 

  
  
  Grubhub 

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to place another order through the GrubHub app today, and they locked my account for a second time. The first instance happened around Father's **** They offer vague apologies with the assurances of resolving in 48 hours. It's very unprofessional and unethical to lock away gift card money that is tied to their app. Their customer service is extremely unhelpful as well, very unwilling to help unfreeze an account. Why do they do this? How are they still in business? Thank you for your help in the matter yet again.

  Business Response

  Date: 07/26/2022

  Hello, 

   

  We're sorry to hear that your order did not process through to completion. We understand it is frustrating to not be able to get this resolved immediately when contacting our customer care team for assistance. However, when an order does not process to completion, we need to submit it to our Account Review Team to determine why. 

   

  Our Account Review Team has been able to complete the review and they have emailed you with additional information. 

   

  We apologize for any inconvenience this has caused. 

   

  If additional assistance is needed, please feel free to respond to the email they sent you. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 07/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me. I have been locked out of my account twice now with little more than apologies. While I appreciate their effort to make amends, there is no guarantee they won't do it a third time, locking my account at the most inopportune times and tying up my gift card money that people gave to us in a time of need. They are the most unethical and unprofessional business I have ever worked with. Better Business Bureau, I thank you very much for your help in mitigating these egregious business practices of GrubHub's.
  
  
  Sincerely, 
  
  
  Jacob